Crux Digital: Delivering Apace with Evolving Industry Demands

Vaibhav Thirani,Managing Director

Vaibhav Thirani

Managing Director

The key factor that differentiates two behemoth of companies operating in same domain is their prowess in communicating with their customers and being reachable to them. But as more and more communication channels keep popping up every quarter, it is almost impossible for organizations to stay abreast with the dynamic Indian communication landscape. Fortunately, impossible is what Crux Digital specializes in. This 2009 founded Mumbai-based company delivers apace with customer demands by still keeping its startup spirit ablaze, without getting succumbed into policy and process oriented monotonies.

Flexible & Robust Solutions

Crux's solution, iQueue - a flexible & robust rule-based communication engine, unifies all communication channels (digital & non-digital) of a company under one framework. Clients get a bird eye view of all communications going to their customers from their end and also the messages coming from them. Enabling inter-channel communication, it helps companies control the messages they intend to send out to customers.

Operating in a heavily regulated sector like BFSI crux has been thriving with its tightened data and network security environment & aiming for ISO certification.

Since the company works with clients from BFSI (ICICI Prudential, IDBI Federal, DCB Bank, Angel Broking, IIFL, Phillip Capital) & co-operative banks like Bassein Catholic, Vasai Vikas, telecom (Vodafone & Airtel), life style (Richfeel & The Four Fountains Spa), Pharma clients like GSK & Abbot and many others, it keeps a tab on all these sectors to stay current. Operating in a heavily regulated sector like BFSI, Crux has been thriving with its tightened data and network security environment & aiming for ISO Certification.Though edifying customers about the newer channels is an uphill task, with its Telemarketers, OSP certifications & SE3A rating by Crisil, Crux is winning customer's confidence with its fame spreading like wildfire.

Another invention of CDPL - CruxVoice - encompasses the entire infrastructure required to run a contact centre. Taking all inbound and outbound processes to cloud, it makes agents geographically agnostic; hence the acquisition of skill sets and language expertise becomes much easier. It also gives real-time visibility on the processes that are running. Connecting all of its communication platforms on Crux's cloud platform, enabled Richfeel &
The Four Fountains Spa to reduce its lapse time to one minute and more than doubled its appointments.

Chanting the Mantras of Agility & Flexibility

Keeping its offerings unboxed and agnostic, Crux puts together solutions as per customer's requirement, rather than binding it as a product. Hence the company?s clients are not limited by its offerings. Furthermore,Crux's size and structure allows it to work closely with clients and understand their communication strategies; there by leaving no gap between expectation and delivery.

Ironically most of Crux's employees come with little or no technology back ground academically, but are technology enthusiasts with a decent amount of exposure to different communication channels. Denizing in a culture that encourages ideations, experiments, curiousness and inventive thinking, the young, energetic & multi-skilled people of Crux ardently share their knowledge with their team members through message board and internal discussions. Still flexible like a startup, Crux pursues experimental and disruptive projects. Hence its people constantly think actively and creatively.

The company is heavily investing its time and resources in CruxVoice to nurture it into a full scale IP telephoning system. In future, Crux will marry iQueue and Crux Voice to provide a cloud-based telephoning system with a rule-based engine as a full-pledged cloud service.